Technical Support Agent -English Speaker
Dell
Casablanca, Morocco
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source : Tanqeeb

Technical Support Agent -English Speaker

Casablanca, Morocco

At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help by phone or email, online and on social media.

No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products.

For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem.

Join us as a Technical Support Agent -English Speaker t on our Service Desk team in Casablanca to do the best work of your career and make a profound social impact.

Key Responsibilities

As part of our Service Desk team you will work with highly skilled technical advisors to develop and deliver solutions that enable customers to maximize returns on IT investments, drive efficiencies and reduce costs.

You will :

  • Provide first-level support and use troubleshooting techniques and tools to identify technical defects / issues & assign incidents and escalate problems in line with documented guidelines and procedures
  • Actively support the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
  • Document relevant information and ensure that the customer is communicated with in a timely manner regarding the overall progress of their issue & identify and provide input on unique or recurring customer problems
  • Consistently perform to set targets & comply with schedule adherence to ensure overall service level targets are achieved
  • Maintain comprehensive knowledge of service offerings along with future industry products and technologies & attend required technical training sessions and make effective use of assigned lab time
  • Essential Requirements

  • Fluent communication skills in French and English
  • Minimum of 1 year experience in a similar role
  • First-rate customer focus, phone etiquette and work ethic with excellent communications skills
  • Ability to work under pressure with calmness and composure
  • Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures with knowledge of Office 365, standard Microsoft Windows Applications and Operating systems and good skills in software issues
  • Desirable Requirements

  • Certificate / Diploma in computing / Network
  • Working knowledge of PC architecture / technology
  • Here’s our story; now tell us yours

    Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world.

    We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

    What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life while still having a life.

    We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

    We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era.

    Join us and become a part of what’s next in technology, starting today.

    You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

    Application closing date : 17 November 2020

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